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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ● abc@xyz.com
Computer Support Engineer
Remote Support ~ Network Connectivity ~ Troubleshooting ~ Vendor Relations
Mobile Devices ~ Rebuilds & Repairs ~ Deskside Support ~ Active Directory ~ User Relations
Profile
Possess solid and diverse IT experience encompassing helpdesk operations, system administration, telecom support, network cabling and administration, hardware/software installation and configurations, migrations, upgrades, and IT security.
Considerable strengths in ghost imaging, back-ups, Active Directory, repairing PCs, installing peripherals, removing viruses, and installing programs to safeguard users from advanced cyber threats and malware.
Highly skilled at computer and network performance tuning and optimization, and accurately diagnosing challenging technical errors and issues.
Proven skills in both onsite and remote problem analysis, and efficiently and appropriately responding to user requests and issues.
Adept at analysis, design, coordination, and planning for all technical components of desktop-related initiatives.
- Process-driven, versatile, and consistently ensure first-rate customer satisfaction.
Excellent knowledge of LAN protocols and IMAP configuration (Outlook, POP3, and SMTP).
Well-versed in Citrix XenServer and Xen Client virtualization.
Professional Experience
Deutsche Bank, Jun - Nov 2016
Deskside Tech Desktop Support / Analyst Local Services
Delivered comprehensive technical support across four corporate offices in Washington, DC and Baltimore, MD.
Exhibited vast technical acumen in setting up, installing, configuring, migrating, rebuilding, and deploying computers, peripherals, VoIP phone systems, conference room (A/V) equipment, and software.
Performed remote desktop support including VPN administration, set up local and network printers for over 200 users, deployed hard disk encryption, and proficiently resolved hardware and software issues on Windows O/S.
Set up iPhone and Android phones, and managed user accounts and profiles in Active Directory.
Fix Information Technology Solutions, Baltimore, Maryland, Aug 2015 - May 2016
Computer Support Analyst
Configured, installed, repaired, and set up PCs, laptops, tablets, iPad, iPhone and Android devices, constantly ensuring rigorous IT security and seamless internet connectivity.
Set up and supported MS Office Suite, installed antivirus protection, configured peripherals such as fax, phone, and printers, delivered remote network support as needed, and established Wi-Fi connectivity.
Performed PC clean-up tasks such as virus removal and memory upgrades to optimize desktop and/or laptop performance.
Baltimore County Government (contracted by ACG. Inc.) Baltimore, Maryland, Aug 2014 - Jul 2015
Desktop Support Technician
Critically analyzed and swiftly resolved hardware, software, and network-related problems for staff at Department of Health.
Reimaged, rebuilt, and reconfigured laptops and desktops, migrated operating platform from Windows XP to Windows 7, set up Cisco VoIP phones, and cloned computers by leveraging SCCM network media.
Effectively demagnetized and destroyed hard disks containing classified health information in accordance with HIPAA privacy regulations.
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Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2
Performed system back-up and restore, supported mainframe computers, and tracked and followed up on IT issues to ensure and facilitate rapid solutions.
Engineered client workstations according to user needs, set up domains, and linked users to server.
CareMerica (formerly Pharmacare, LLC) Baltimore, Maryland, Dec 2012 - Dec 2013
Jr. Network Assistant / Help Desk Specialist / PC Support Technician
Built and maintained network infrastructure at corporate headquarters and supported 11 remote locations.
Consistently exceeded performance goals by resolving 15 calls on average per day with a 70% first-call resolution and average close time of five to six minutes.
Troubleshot, diagnosed, and resolved wide-ranging issues with software, hardware, and connectivity.
Set up Active Directory accounts, added computers, reset passwords, unlocked accounts, and added users to groups with permissions.
Governed centralized server network access and updates, installed VoIP phones at corporate office, organized wiring and cabling (Cat5, RJ45), and installed Cisco wireless access points.
Configured and supported Mac OS X, installed apps, optimized network connectivity, performed updates and upgrades, created accounts, and supported all applications within MS Office Suite.
Ministry of Commerce, Trade and Industry - Republic of Liberia, Monrovia, Liberia, Jan - Dec 2012
Systems Analyst (consultant)
Methodically designed, developed, tested, and implemented automated price analysis tool as well as database for monitoring pricing fluctuations which saved government 72 million Liberian dollars annually.
BLUESEA: E-mansion Web Developers: Monrovia, Liberia, Jan 2011 - Jan 2012
Assistant Web Content Developer (contractor)
Trained users in use of web applications, updated website content, and performed general site administration.
Embrosco Internet Caf , Accra, Ghana, Sep 2008 - Dec 2010
Business Controller and Network Manager
Spearheaded daily operations within internet caf encompassing customer service, cash handling, financial reconciliations, printing jobs, system and network administration, daily back-ups, and website updates.
Installed and maintained security procedures including virus protection and in-depth network monitoring.
Education, Training & Certifications
B.Sc., Computer Engineering (Information Systems Management), cum laude
Kwame Nkrumah University of Science and Technology, Ghana, West Africa
Strategic Business Management and Corporate Governance (Executive) Knowledge Base
Graduate Institute of Management and Administration University of Ghana, Legon
Certified Hardware and Networking Qualified Professional
Training:
CompTIA Network Security+; ITIL Foundations; CompTIA A+
Technology
Citrix, Cisco Anyconnect, GroupWise, PrimeRx, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project, Visio, Outlook), Adobe XI, Chrome, Firefox, Explorer, McAfee Anti-Virus, InDesign, CorelDraw, Photoshop, Dreamweaver, Haven/Jhaven, CARES, MMIS, Faxcom, SAS, ZENworks, SATA, SCSI, USB, Windows RDP, Rescue Console, TeamViewer, Service Now (SNOW), HP Service Manager, SharePoint, iPhone, Android, Blackberry, Microsoft Exchange, Active Directory, printers, wireless AP, servers, switches, routers, desktops/laptops (Dell, HP, Lenovo, Toshiba), LAN, VPN, TCP/IP, Windows, Citrix, VMware, Mac OS X, HTML, C++, Hyper-V
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